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Beantwoord

Renew phone contract

Hello,

last week I renewed my contract for 2 years and decided to upgrade also my phone. This was done via the app.

I decided to pick the phone in a store, because it was more convenient.

When I went to pick up the phone, the store clerk mentioned he could give me a better deal than I have for the monthly subscription. I gave him my ID for that, but when adding my details he said he cannot give me the discount because my ID is not Dutch. He could not say which details he needed from me, which I find odd since I am an European citizen and I am registered with a BSN. I also have two ongoing contracts with Odido.

When I got home, I noticed an email on my inbox for a new contract, with the same details as the one I did online.

I would like to know more details about why this cheaper subscription is not available to me. I also would like to get more clarification on this “new” contract I received.

I tried calling Odido, but the waiting times are endless. Using the function to be contacted later via the App is not working. Does anyone have a suggestion for how to get more information?

That would be greatly appreciated. Thanks

Beste antwoord door Demy van Odido

Hi Mr Tahin,

First of all, we’re really happy that you’ve chosen to renew your subscription with us! I completely understand that you’d like some clarity about the discount that was mentioned in the store and the additional contract email you received.

To be honest, I’m not part of our sales department myself, so I can’t immediately see which specific offer the store colleague was referring to. However, I’d be more than happy to look into this for you and find out exactly what happened. I can also check why you received the additional contract email and whether any changes were made to your subscription during your store visit.

For verification purposes, I’ll first send you a private message. This allows me to securely verify your details and access your account information. Once the verification is completed, I’ll investigate everything for you and see what is needed to get a clear overview of the situation and whether there is a suitable solution available. After that, I’ll return to this topic with an update. This helps keep everything organised and may also be useful for other community members who find themselves in a similar situation.

Thank you in advance for your understanding and for taking the time to bring this to our attention. We’ll work through this together!

 

If you would prefer to cancel your subscription instead, please note that this is not possible through this channel. You can easily arrange this yourself through Mijn Odido. This only applies to a regular cancellation and a one-month notice period applies.

If you’re unable to do so online, you can contact our cancellations department on 0800-7123 (or +31 6 24001200 if you’re calling from abroad). They are available on weekdays from 08:00 to 20:00 and on Saturdays from 09:00 to 17:30. One of my colleagues will be happy to assist you further.

Please let me know which option you would prefer!

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14 reacties

Waqqas
Super User
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  • WaqqasSuper User
  • Odido Superuser
  • June 22, 2026

Hello ​@Mr Tahin 

A monthly subscription is more expensive than a deal for 1 or 2 years. Do you know what discount the shop keeper was talking about?

Welkom op de Odido community!
  • Mr Tahinis een Master Poster
  • Auteur
  • is een Master Poster
  • June 22, 2026

Hello ​@Mr Tahin 

A monthly subscription is more expensive than a deal for 1 or 2 years. Do you know what discount the shop keeper was talking about?

Hello ​@Waqqas thanks for replying.

I was renewing for a 2-year contract extension, I can only assume, but I believe the shop keeper was offering a discount for the same type of contract with same conditions. By heart, I remember it being 9,50€/month instead of 12€ for 120min of calls and 10GB of internet, but I only saw his screen for the value and not for the details.

Waqqas
Super User
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  • WaqqasSuper User
  • Odido Superuser
  • June 22, 2026

​@Mr Tahin 

Sometimes there is a deal which gives you an additional discount of €2,50 but having an European ID shouldn't be the problem.

Welkom op de Odido community!
  • Mr Tahinis een Master Poster
  • Auteur
  • is een Master Poster
  • June 22, 2026

Indeed ​@Waqqas , that’s why I was puzzled. Also, it’s unclear if I got a new contract because the shop keeper tried to apply the discount. This is relevant in the case I want to cancel my subscription within the 14-day period. If you know of a way to check this, I’d appreciate it.

Demy van Odido
Moderator
Forum|alt.badge.img+10
  • Demy van Odido
  • Moderator | Mobiel & Internet + TV
  • Antwoord
  • June 23, 2026

Hi Mr Tahin,

First of all, we’re really happy that you’ve chosen to renew your subscription with us! I completely understand that you’d like some clarity about the discount that was mentioned in the store and the additional contract email you received.

To be honest, I’m not part of our sales department myself, so I can’t immediately see which specific offer the store colleague was referring to. However, I’d be more than happy to look into this for you and find out exactly what happened. I can also check why you received the additional contract email and whether any changes were made to your subscription during your store visit.

For verification purposes, I’ll first send you a private message. This allows me to securely verify your details and access your account information. Once the verification is completed, I’ll investigate everything for you and see what is needed to get a clear overview of the situation and whether there is a suitable solution available. After that, I’ll return to this topic with an update. This helps keep everything organised and may also be useful for other community members who find themselves in a similar situation.

Thank you in advance for your understanding and for taking the time to bring this to our attention. We’ll work through this together!

 

If you would prefer to cancel your subscription instead, please note that this is not possible through this channel. You can easily arrange this yourself through Mijn Odido. This only applies to a regular cancellation and a one-month notice period applies.

If you’re unable to do so online, you can contact our cancellations department on 0800-7123 (or +31 6 24001200 if you’re calling from abroad). They are available on weekdays from 08:00 to 20:00 and on Saturdays from 09:00 to 17:30. One of my colleagues will be happy to assist you further.

Please let me know which option you would prefer!

Mods beantwoorden geen ongevraagde privéberichten. | Neem alvast een kijkje in onze Wiki! https://community.odido.nl/knowledge-base
  • Mr Tahinis een Master Poster
  • Auteur
  • is een Master Poster
  • June 23, 2026

Thank you ​@Demy van Odido for a clear and helpful reply. I have sent my details over private chat, please let me know if further information is needed.

I did start a cancellation process, which I did not go through with yet, as I was looking for a way to know which contract was valid or if I have a duplicate.

  • Mr Tahinis een Master Poster
  • Auteur
  • is een Master Poster
  • June 26, 2026

Hello ​@Demy van Odido. I have shared my details as requested, but have not received a reply nor a confirmation after two days. Can you please attend to these messages?

I am looking for confirmation why I could not make use of the discount offered at the store for not having a Dutch ID and also if by the store clerk doing a new contract, I now have two instead of the one I renewed via the app.

Demy van Odido
Moderator
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  • Demy van Odido
  • Moderator | Mobiel & Internet + TV
  • June 26, 2026

Hello! Thanks for send me your details. I’ve sent you a verification code by SMS. Could you share the code with me here?

(The verification code is a one-time code that we send to your registered phone number or email address as a final check. No one can do anything with this code; it’s only to protect your details and subscription. We ask you to share the code in the topic so any moderator can see the verification is complete. That way your topic stays active and a colleague can help you quickly, even if I’m not available.)

Mods beantwoorden geen ongevraagde privéberichten. | Neem alvast een kijkje in onze Wiki! https://community.odido.nl/knowledge-base
  • Mr Tahinis een Master Poster
  • Auteur
  • is een Master Poster
  • June 26, 2026

Hello ​@Demy van Odido , code is 482410

Marciano van Odido
Moderator
Forum|alt.badge.img+9

Hi Mr. Tahin, thank you for the verification code. Demy is absent today, so I'm happy to take over and look into your new contract and get the overview that Demy was talking about. Since the verification has been fully done, please only send me a private message with your phone number. Then I can look into it for you! 😊

Vind je antwoord in onze Wiki: https://community.odido.nl/knowledge-base
  • Mr Tahinis een Master Poster
  • Auteur
  • is een Master Poster
  • June 29, 2026

Hello ​@Marciano van Odido , thanks for taking over. I’ve sent my phone number via PM.

Marciano van Odido
Moderator
Forum|alt.badge.img+9

Hi Mr Tahin, thank you for your PM! I've looked into your account and I see the following. I only see 1 order on your home address:

  • It's an order from 14-06-2026. Ordered via the website and chosen for pick-up in the Odido Shop.
  • It's a Hello subscription of 24 months and it says it has an additional discount of € 8.
  • The subscription is: 10 GB + 120 min/SMS for € 22,50
  • Klantvoordeel discount of € 2,50 was also checked. 
  • The monthly costs for your phone is € 27. and the one time payment for the phone was € 6,90.
  • This results in monthly costs of € 39.

The contract I'm seeing that was sent to you is about the subscription mentioned above.

I think I've also found the € 9,50 costs that you were talking about. However this is as follows: After 24 months, your phone would've been fully paid for. Which means that you won't pay the monthly € 27 for it. So, after 24 months your subscription would only costs € 12 - € 2,50 (Klantvoordeel) = € 9,50.

I also see a case for a retour procedure. This is the cancellation that you mentioned in your previous reply. Did you already send back the phone to us? The retour procedure could take a while. We need to wait until the phone gets back to us, and several departments will need to check it, process it and than cancel your subscription.

Please let me know if this sounds recognizable for you and if you have any more questions. I'm here for you!

Vind je antwoord in onze Wiki: https://community.odido.nl/knowledge-base
  • Mr Tahinis een Master Poster
  • Auteur
  • is een Master Poster
  • June 30, 2026

Hello ​@Marciano van Odido thank you for your detailed reply. It eases my mind to know that there is only 1 contract currently active, meaning I don’t have to cancel the contract I received at the Odido store.

I have to admit that I don’t understand your third paragraph. You mention the total is 22,5€ for my 10Gb + 120min. subscription, and that I have 8€ discount for Hello subscription and additional 2,5€ for Klantvoordeel.

22,5-8-2,5=12€ which is the value you mention and also the one I see. This adds with 27€ for phone subscription, totaling 39€ per month. Can you explain where does the additional 2,5€ Klantvoordeel come from when my phone subscription expires?

Marciano van Odido
Moderator
Forum|alt.badge.img+9

Good morning, you're very welcome. I'm happy to hear that your mind has been eased and that you can keep using your subscription. I'm happy to explain the € 2,50 Klantvoordeel.

If you have 2 or more subscriptions on your address, you can receive Klantvoordeel. This means that you will have additional discounts on both your mobile subscription and your home (internet) subscription. Please read everything about Klantvoordeel on this page.

In Mijn Odido you can also see Klantvoordeel on the overview page:

For you this means: € 2,50 discount on your mobile subscription and 10 GB data extra. And € 5 discount on Internet (home subscription). Does this clarify everything for you? If you have any other questions, please let me know! 😊

Vind je antwoord in onze Wiki: https://community.odido.nl/knowledge-base
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